Customer Success Manager - Science

Zoek Pin Royston, Hertfordshire, England

0.0000

Permanent (Full time)

Posted 11 days ago

Customer Success Manager

Near Royston

£45,000 - £55,000 per annum (Depending on experience)

Working in the Life Sciences sector based near Cambridge. This business are on a true growth spurt over the last 12 months fast becoming the key players within their given sector. They offer a great benefits package and working environment.

You will be responsible for:

  • Processes for sales order lifecycle for all divisions - managing internal communication between departments based in different locations and time zones.
  • Consumables order processing, working closely with customers to ensure their goods are shipped on time, every time.
  • New instrument order processing - liaising with sales and manufacturing departments to drive order system requirements and fulfil customer requirements.
  • Managing the sales order inbox, ensuring queries are actioned in a timely manner.
  • Handling accounts queries and ensuring they are responded to appropriately.
  • Manage the RMA (Return Merchandise Authorisation) process to maintain customer satisfaction levels with our products.
  • Monitoring and maintaining consumables minimum stock levels at all three warehouse locations.
  • Oversight of eCommerce site - working with the team to monitor daily orders and account management.
  • Handling of inbound customer communication, including the account management for the call answering service and managing the Customer Care and Sales email channels.
  • Monthly reporting on consumables sales orders, generating consumables quotes.
  • Managing incoming customer queries for legacy instrument lines.
  • Generating quotes, processing sales orders and managing shipment communications for some OEM customers.

Requirements

  • Experience of driving customer satisfaction in a technical customer service role;
  • A hands-on, involved leader with excellent interpersonal and communication skills;
  • Adaptable and resilient, adjusts quickly to changing priorities and conditions.
  • Ability to balance functional experience with strong leadership and high energy;
  • Strong organizational and project management skills;

If the above sounds of interest please get in contact with an up to date CV to discuss further.

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